Cisco Cisco Unified Contact Center Enterprise 9.0(2) Guía Del Usuario
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Call Type Report Templates
caltyp36: VRU Calls Analysis Daily Report
DateTime
The date and time when the record was generated in MM/DD/YYYY (month, day, year)
and HH:MM:SS (hours, minutes, seconds) format.
and HH:MM:SS (hours, minutes, seconds) format.
Derived from: Call_Type_Half_Hour.DateTime
Total VRU
The total of all the 7 VRU fields to the right of this field in the report (VRU Unhandled,
Handled, Assist, Opt Out, Scripted Trans, Forced Trans, and Other).
Handled, Assist, Opt Out, Scripted Trans, Forced Trans, and Other).
Derived from: (Call_Type_Half_Hour.VruUnhandledCallsToHalf +
Call_Type_Half_Hour.VruHandledCallsToHalf + Call_Type_Half_Hour.VruAssisted-
CallsToHalf + Call_Type_Half_Hour.VruOptOutUnhandledCallsToHalf +
Call_Type_Half_Hour.VruScriptedXferredCallsToHalf + Call_Type_Half_Hour.Vru-
ForcedXferredCallsToHalf + Call_Type_Half_Hour.VruOtherCallsToHalf)
VRU Unhandled
The number of calls marked as Offered to VRU but not handled in the half-hour
interval.
interval.
Derived from: Call_Type_Half_Hour.VruUnhandledCallsToHalf
VRU Handled
The number of the VRU calls marked as handled at the VRU in the half-hour interval.
Derived from: Call_Type_Half_Hour.VruHandledCallsToHalf
VRU Assist
The number of the VRU handled calls marked as routed to agents in the half-hour
interval.
interval.
Derived from: Call_Type_Half_Hour.VruAssistedCallsToHalf
VRU Opt Out
The number of the VRU unhandled calls that were marked as routed to agents by caller
request in the half-hour interval.
request in the half-hour interval.
Derived from: Call_Type_Half_Hour.VruOptOutUnhandledCallsToHalf
VRU Scripted Trans
The number of the VRU calls marked as routed to agents as a result of normal script
procedure in the half-hour interval.
procedure in the half-hour interval.
Derived from: Call_Type_Half_Hour.Call_Type_Half_Hour.VruScriptedXferredCall-
sToHalf
VRU Forced Trans
The number of the VRU calls marked as routed to agents as a result of caller difficulties
in the half-hour interval.
in the half-hour interval.
Derived from: Call_Type_Half_Hour.VruForcedXferredCallsToHalf
VRU Other
The number of VRU calls marked with any VRUProgress value other than those listed
above in the half-hour interval.
above in the half-hour interval.
Derived from: Call_Type_Half_Hour.VruOtherCallsToHalf